Job Description

Position Title: Specialist, Service Quality

Job Grade: 13

Department: Service Quality

Business Unit: GBS Manila

Division: Logistics

Location: Manila

Job Purpose

The Service Quality Specialist is responsible for ensuring the efficient, effective, and optimal use of processes, applications, and communication channels to deliver service excellence across the organization. The role focuses on implementing new processes, improving existing workflows, and identifying efficiency and service delivery opportunities.

This position also supports system enhancements, user access control, and project initiatives aimed at improving customer satisfaction, cost efficiency, and operational quality.

Roles & Responsibilities

Service Quality

• Support the design, documentation, and deployment of standard processes in collaboration with Operations and Service Quality teams.
• Monitor key performance indicators (KPIs), identify areas for improvement, and implement corrective actions.
• Ensure all defined processes are deployed, communicated, and properly documented.
• Facilitate change management initiatives related to new processes and system applications
• Coordinate customer implementation projects, including planning, progress tracking, and reporting.
• Support system-related testing (e.g., UAT), user access administration, and monitoring of service-related mailboxes.
• Ensure timely communication of updates and process changes to internal teams.

Process Improvement and Innovation

• Collaborate with various departments and global stakeholders to identify and execute process improvement and standardization initiatives.
• Develop training or reference materials to enhance user knowledge and experience in GBS processes.
• Analyze operational data from multiple sources to detect anomalies, assess trends, and generate insights for performance optimization.
• Perform root cause analysis and recommend process enhancements to improve profitability, service delivery, and internal controls.
• Support the annual Control Self-Assessment (CSA) exercise and other compliance-related reviews.
• Assist or lead internal projects aimed at reducing cost-to-serve and improving service quality.
• Organize and conduct training sessions for new and existing users to ensure process adherence.

Business Systems Support

• Identify and propose system enhancements to improve customer service and business efficiency.
• Provide input and support during enterprise system development and deployment.
• Act as a first-line responder for system queries, providing process or system training/retraining when necessary.

Qualifications & Requirements

• Bachelor’s degree in Finance, Accounting, Business Administration, Logistics, Business Management, or a related field.
• 3–5 years of experience in an international logistics, shared services, or process improvement environment
• Lean Six Sigma Yellow Belt certification (or training) preferred.
• Strong understanding of logistics operations, customer solutions, and relevant IT systems.
• Proficient in Microsoft Office applications and comfortable with digital tools and platforms.
• Excellent verbal and written communication skills in English.
• Strong organizational and planning skills with the ability to manage multiple priorities.
• Analytical and methodical, with a data-driven and solution-oriented mindset.
• Quick to learn new systems and processes, with a passion for continuous improvement.
• Strong interpersonal skills and ability to work effectively in a multicultural environment.
• Detail-oriented, accurate, and professional.
• Tech-savvy and adaptable to new technologies.
• Experience in project and change management preferred.
• Immediate availability is an advantage.

Key Result Areas

• Ensure timely monitoring and reporting of KPIs across all GBS processes to maintain required service delivery levels.
• Continuously review and improve existing processes, ensuring all updates are properly documented.
• Lead or participate in internal and cross-functional improvement initiatives annually.
• Support business system enhancements and ensure user requirements are properly captured and implemented.
• Conduct audits and quality checks to ensure compliance with documented procedures.
• Drive innovation through data analytics, process redesign, and proactive problem-solving.